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Desktop Connector on VVX500

Highlighted
Occasional Visitor

Desktop Connector on VVX500

Up until this morning, my Desktop Connector was working fine.  I had to change some IPs on my computer for testing of other systems, and when I changed them back the PDC no longer would work.  I have run into this in the past, but was able to easily restablish the commmunication.  I have tried uninstalling and resinstalling the PDC on the computer, updating the software in the phone, and I have tried updating the server address in the config of the PDC on the phone (tried both the name and the IP address).

 

Anyone have any thoughts?  Tech support from the provider of the phone doesn't even know what the Desktop Connector is, so they are useless....

Message 1 of 14
13 REPLIES 13
Highlighted
Polycom Employee & Community Manager

Re: Desktop Connector on VVX500

Hello charbough,

welcome to the Polycom Community.

Try settings the app1 to a level 1 and have a look at your logs.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 14
Highlighted
Occasional Visitor

Re: Desktop Connector on VVX500

Here is what I see in the log:

 

1209092053|acom |4|00|App "pdc" has failed to read a message, error number = 92
1209092053|acom |5|00|AppComServer encountered a connection error.
1209092053|acom |4|00|Application pdc from 127.0.0.1 [15573] has been disconnected.
1209092056|pdc |*|00|Initial log entry. Current logging level 4
1209092056|acom |3|00|New pdc application connection is detected from 127.0.0.1:3535.
1209092056|cfg |5|00|Prm|Parameter keyboard.encoding.selective requested type 2 but is of type 7
1209092056|pdc |*|00|PDC feature is enabled
1209092056|pdc |*|00|PDC Client configured. ipAddress: 192.168.1.76 macAddress: 0004f28194a2192.168.1.76 Server: 192.186.001.084 Port: 24800 User: charbaugh Orientation 3 (size: 320 x 240

Message 3 of 14
Highlighted
Polycom Employee & Community Manager

Re: Desktop Connector on VVX500

Hello charbough,

 

the log seems fine as it tells you the feature is on:

 

PDC feature is enabled

 Try lowering the PDC log level to Event 1 logging and you should see what is actually happening.

 

Best Regards

 

Steffen Baier

 

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 14
Highlighted
Occasional Visitor

Re: Desktop Connector on VVX500

Below is what the log shows after changing the PDC to Event 1

 

 

1209171149|pdc |1|00|PDC Client::Instance - pInstance: 0
1209171149|pdc |1|00|PDC Client::constructor - new client instantiated - calling configure()
1209171149|pdc |1|00|PDC Client::configure - cur settings - IP: , server: , clientName: 122880, userName:
1209171149|pdc |1|00|PDC Client::configure - new settings - IP: 127.0.0.1, server: 192.186.001.084, clientName: 117476, userName: charbaugh
1209171149|pdc |1|00|PDC Client::constructor - constructor complete
1209171149|pdc |1|00|PDC Client: connectTCP()!!! socket created !!!

Message 5 of 14
Highlighted
Occasional Advisor

Re: Desktop Connector on VVX500

Figured I'd bump this back to the top.  i haven't been able to look at this in a while but see there has been no other reply.  Anyone have any ideas as to why the PDC sudenly stopped working?

Message 6 of 14
Highlighted
Valued Contributor

Re: Desktop Connector on VVX500

Hi

 

Are you able to upload a copy of your config?  What firmware are you using?  Are you using FQDN or ip address?

 

Cheers

 

Dave

Message 7 of 14
Highlighted
Occasional Advisor

Re: Desktop Connector on VVX500

How do I upload the config to this post?  I tried, but it rejects the file due to the extension.  I'm using the IP address, adn the current version is 5.2.1.3271

Message 8 of 14
Highlighted
Valued Contributor

Re: Desktop Connector on VVX500

You can just copy and paste using the insert code box (folder with a 'c' on it) should do the trick...

 

Cheers

 

Dave

Message 9 of 14
Highlighted
Occasional Advisor

Re: Desktop Connector on VVX500

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<!-- Application SIP Ganga.1 5.0.1.4068 10-Oct-13 05:39 -->
<!-- Created 06-01-2014 09:12 -->
<PHONE_CONFIG>
	<!-- Note: The following parameters have been excluded from the export:
		device.auth.localAdminPassword=""
		device.auth.localUserPassword=""
		reg.1.auth.password=""
	-->
	<ALL
		acd.reg="1"
		acd.stateAtSignIn="0"
		apps.ucdesktop.adminEnabled="1"
		apps.ucdesktop.DesktopUserName="charbaugh"
		apps.ucdesktop.enabled="1"
		apps.ucdesktop.orientation="Right"
		apps.ucdesktop.ServerAddress="192.168.001.084"
		attendant.behaviors.display.spontaneousCallAppearances.automata="0"
		attendant.behaviors.display.spontaneousCallAppearances.normal="1"
		attendant.reg="1"
		attendant.ringType="1"
		bg.color.selection="1,1"
		bg.hiRes.color.selection="3,1"
		bg.hiRes.gray.selection="3,1"
		bg.medRes.gray.selection="3,1"
		bg.VVX_1500.color.selection="1,1"
		call.callWaiting.ring="beep"
		call.directedCallPickupMethod="native"
		call.donotdisturb.perReg="1"
		call.hold.localReminder.enabled="1"
		call.hold.localReminder.period="60"
		call.hold.localReminder.startDelay="90"
		device.auth.localAdminPassword.set="1"
		device.auth.localUserPassword.set="1"
		device.dhcp.bootSrvUseOpt="2"
		device.dhcp.bootSrvUseOpt.set="1"
		device.prov.serverName="agentconnect.ringcentral.com/provisioning/polycom_v4/VVX500/0004F28194A2"
		device.prov.serverName.set="1"
		device.prov.serverType="2"
		device.prov.user=""
		device.prov.user.set="1"
		device.set="1"
		device.syslog.facility="16"
		device.syslog.facility.set="1"
		device.syslog.renderLevel="0"
		device.syslog.renderLevel.set="1"
		device.syslog.serverName=""
		device.syslog.serverName.set="1"
		device.syslog.transport="1"
		device.syslog.transport.set="1"
		exchange.server.url="https://mail.tyco.com"
		feature.directedCallPickup.enabled="0"
		feature.enhancedFeatureKeys.enabled="1"
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		mb.main.home="http://myinfoportal.apps.polycom.com/"
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		mb.ssawc.enabled="1"
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		np.normal.ringing.calls.tonePattern="ringer12"
		powerSaving.enable="0"
		prov.configUploadPath=""
		softkey.feature.directories="0"
		softkey.feature.newcall="0"
		tcpIpApp.port.rtp.mediaPortRangeStart="16384"
		tcpIpApp.sntp.address="ntp1.ringcentral.com"
		tcpIpApp.sntp.address.overrideDHCP="1"
		tcpIpApp.sntp.daylightSavings.enable="1"
		tcpIpApp.sntp.daylightSavings.fixedDayEnable="1"
		tcpIpApp.sntp.daylightSavings.start.date="6"
		tcpIpApp.sntp.daylightSavings.start.dayOfWeek="7"
		tcpIpApp.sntp.daylightSavings.start.dayOfWeek.lastInMonth="0"
		tcpIpApp.sntp.daylightSavings.start.month="4"
		tcpIpApp.sntp.daylightSavings.start.time="2"
		tcpIpApp.sntp.daylightSavings.stop.date="2"
		tcpIpApp.sntp.daylightSavings.stop.dayOfWeek="7"
		tcpIpApp.sntp.daylightSavings.stop.dayOfWeek.lastInMonth="0"
		tcpIpApp.sntp.daylightSavings.stop.month="11"
		tcpIpApp.sntp.daylightSavings.stop.time="2"
		tcpIpApp.sntp.gmtOffset="-21600"
		tcpIpApp.sntp.gmtOffset.overrideDHCP="1"
		tcpIpApp.sntp.resyncPeriod="86400"
		tone.dtmf.chassis.masking="0"
		tone.dtmf.rfc2833Payload="127"
		tone.dtmf.viaRtp="1"
		up.oneTouchVoiceMail="1"
		up.screenSaver.waitTime="5"
		voice.codecPref.G711_A="6"
		voice.codecPref.G711_Mu="5"
		voice.codecPref.G719.32kbps="0"
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		voice.qualityMonitoring.collector.enable.periodic="0"
		voice.qualityMonitoring.collector.enable.session="1"
		voice.qualityMonitoring.collector.period="5"
		voice.qualityMonitoring.rtcpxr.enable="0"
		voice.txPacketFilter="0"
		voice.volume.persist.handset="1"
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		voIpProt.SIP.local.port="5065"
		voIpProt.SIP.sendCompactHdrs="0"
		voIpProt.SIP.specialEvent.checkSync.alwaysReboot="0"
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		bg.color.bm.1.name="rc_vvx500_bg.jpg"
		bg.hiRes.color.bm.1.em.name=""
		bg.hiRes.color.bm.1.name="backgrounds/1210/color_320x160.jpg"
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		bg.medRes.gray.pr.1.adj="-3"
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		call.autoOffHook.1.contact=""
		call.autoOffHook.1.enabled="0"
		call.missedCallTracking.1.enabled="1"
		call.serverMissedCall.1.enabled="0"
		dialplan.1.applyToCallListDial="1"
		dialplan.1.applyToDirectoryDial="1"
		dialplan.1.applyToUserDial="1"
		dialplan.1.applyToUserSend="1"
		dialplan.1.digitmap="*84*x.T|*85*xxxxxx|*37|*67|*69|*8xx|*0x.T|*[1-9]xT|#x.T|1[2-9]xx[2-9]xxxxxx|RR1R[2-9]xx[2-9]xxxxxxT|RR1469R[2-9]xxxxxxT|x.T|011xxxxxx.T|911|933"
		dialplan.1.digitmap.timeOut="3|3|3|3|3|3|3|3|3|3|3|3|3"
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		dialplan.1.removeEndOfDial="1"
		divert.1.autoOnSpecificCaller="0"
		divert.1.contact=""
		divert.1.sharedDisabled="1"
		divert.busy.1.contact=""
		divert.busy.1.enabled="0"
		divert.dnd.1.contact=""
		divert.dnd.1.enabled="0"
		divert.fwd.1.enabled="0"
		divert.noanswer.1.contact=""
		divert.noanswer.1.enabled="0"
		msg.mwi.1.callBack="*86"
		msg.mwi.1.callBackMode="contact"
		msg.mwi.1.subscribe=""
		reg.1.acd-agent-available="0"
		reg.1.acd-login-logout="0"
		reg.1.address="14696983081"
		reg.1.auth.optimizedInFailover="0"
		reg.1.auth.userId="10174028011"
		reg.1.bargeInEnabled="0"
		reg.1.csta="0"
		reg.1.displayName="Clark Harbaugh"
		reg.1.label="Clark Harbaugh"
		reg.1.lcs="0"
		reg.1.lineKeys="4"
		reg.1.musicOnHold.uri=""
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		reg.1.thirdPartyName=""
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		softkey.1.action="$FNewCall$"
		softkey.2.action="*#7275$Tdtmf$"
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		softkey.5.action="$FDirectories$"
		softkey.1.enable="1"
		softkey.2.enable="1"
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		softkey.2.insert="5"
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		softkey.1.label="New Call"
		softkey.2.label="Park"
		softkey.3.label="Intercom"
		softkey.5.label="Dir"
		softkey.2.precede="0"
		softkey.3.precede="0"
		softkey.5.precede="0"
		softkey.2.use.active="1"
		softkey.2.use.alerting="0"
		softkey.2.use.dialtone="0"
		softkey.3.use.dialtone="1"
		softkey.5.use.dialtone="1"
		softkey.1.use.hold="1"
		softkey.2.use.hold="0"
		softkey.1.use.idle="1"
		softkey.2.use.idle="0"
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		softkey.5.use.idle="1"
		softkey.2.use.proceeding="0"
		softkey.2.use.setup="0"
		voice.qualityMonitoring.collector.server.1.address="rtcpxr@rtcpxr.ringcentral.com"
		voIpProt.SIP.alertInfo.1.class="3"
		voIpProt.SIP.alertInfo.1.value="Auto Answer"
		button.color.selection.3.1.modify="rgbHiLo,0,255,102,255,153,255"
		button.gray.selection.3.1.modify="none"
		reg.1.server.1.address="sip.ringcentral.com"
		reg.1.server.1.expires="3600"
		reg.1.server.1.expires.lineSeize="3600"
		reg.1.server.1.expires.overlap="13"
		reg.1.server.1.register="1"
		reg.1.server.1.transport="UDPOnly"
	/>
</PHONE_CONFIG>

 

Message 10 of 14